Sending robot calls to human agents

It is possible to refer robot calls to a human agent. Respondents are invited to press a certain key to talk to an agent. Once this key is pressed, the Asterisk server looks for an available agent for up to five seconds before asking the respondent whether they want to wait any longer or return to the robot script (this message is stored in the "all_agent_busy" sound file).

At the other end of the call, the agent logs in using the interviewer access script so that their time is accounted for in BASEtemps. They choose the project(s) from which they wish to receive calls. They are then put in a waiting queue. When a call is sent their way, the system automatically pops-up the questionnaire of the caller. If a call sent to an agent remains unanswered, the Asterisk server logs that agent out to avoid sending more calls to an agent who is unavailable.

The following are required for this function:

  • in the usagerXXX.conf file of the CallWeb instance agents use to log in:
    • the url_to_cwagent installation instruction must contain the full URL to the cwagent.cgi script to bridge agents from int2select.cgi to cwagent.cgi.
  • in the usagerXXX.conf file of the CallWeb instance where cwagent.cgi runs, i.e. in the robot instance:
  • cwagent.cgi and the custom-campaign-agent-queue content (found in the from-robot-to-agent.conf file) must be installed in the robot instance;
  • proper matching of IP addresses to SIP channels must be established in BASEpostes;
  • the agent browser must accept pop-up windows from the server handling cwagent.cgi;
  • the robot context files must include the following lines everytime the option to refer to a human agent is available (assuming the use of the 9 key):
      • exten => 9,1,Set(last_question_context=${CONTEXT})
      exten => 9,n,Goto(custom-campaign-agent-queue,s,1)
  • the robot context files must also include an assignment of the "respondent_language" Asterisk variable somewhere at the beginning of the robot context to direct the case to an agent with the correct language selection; for example:
      • exten => s,1,Set(respondent_language=EN)

Sending robot calls to human agents

It is possible to refer robot calls to a human agent. Respondents are invited to press a certain key to talk to an agent. Once this key is pressed, the Asterisk server looks for an available agent for up to five seconds before asking the respondent whether they want to wait any longer or return to the robot script (this message is stored in the "all_agent_busy" sound file).

At the other end of the call, the agent logs in using the interviewer access script so that their time is accounted for in BASEtemps. They choose the project(s) from which they wish to receive calls. They are then put in a waiting queue. When a call is sent their way, the system automatically pops-up the questionnaire of the caller. If a call sent to an agent remains unanswered, the Asterisk server logs that agent out to avoid sending more calls to an agent who is unavailable.

The following are required for this function:

  • in the usagerXXX.conf file of the CallWeb instance agents use to log in:
    • the url_to_cwagent installation instruction must contain the full URL to the cwagent.cgi script to bridge agents from int2select.cgi to cwagent.cgi.
  • in the usagerXXX.conf file of the CallWeb instance where cwagent.cgi runs, i.e. in the robot instance:
  • cwagent.cgi and the custom-campaign-agent-queue content (found in the from-robot-to-agent.conf file) must be installed in the robot instance;
  • proper matching of IP addresses to SIP channels must be established in BASEpostes;
  • the agent browser must accept pop-up windows from the server handling cwagent.cgi;
  • the robot context files must include the following lines everytime the option to refer to a human agent is available (assuming the use of the 9 key):
      • exten => 9,1,Set(last_question_context=${CONTEXT})
      exten => 9,n,Goto(custom-campaign-agent-queue,s,1)
  • the robot context files must also include an assignment of the "respondent_language" Asterisk variable somewhere at the beginning of the robot context to direct the case to an agent with the correct language selection; for example:
      • exten => s,1,Set(respondent_language=EN)